Best Buy Store Purchase

[Benecya]

Purchased an open box SHARP 50"4K 2160P Roku TV In Satisfactory Open Box Condition. The closest location with stock was 47 miles from my home,and I was not going to be available to pickup. Pickup person returned with which is missing an ESSENTIAL part contrary to the Satisfactory Rating it was given by Geek Squad; THE REMOTE WAS MISSING. The pick up person had been advised that they must pay for a remote control (which may not even be compatible) out of pocket. Seeing that the operation of this item's most crucial functions (SETUP, INPUT SELECTION, ROKU FUNCTION/STREAMING, ETC) hinge on the inclusion of the OEM remote control, it seems improper to have rated it as satisfactory as an accessory that was vital to operation was not included with my purchase.

These are the definitions of the different ratings;

Open-Box Excellent – Certified
Geek Squad Certified
Professionally Cleaned
Looks brand new
Includes all original parts/accessories
Typically contains original packaging
Select product categories are eligible for certification. Each Excellent-Certified product has passed the Geek Squad® Certified process. Products in this condition look brand new — with no physical flaws, scratches or scuffs — and include the original parts1 and accessories, as well as the original box (or a suitable replacement).2 In addition, the product was professionally cleaned, then repackaged with care to give you a product as near to new as possible. Excellent- Certified products can be found in Best Buy stores and online.
Product might not include the owner's manual or manufacturer registration card.
Common home delivery products such as TVs and major appliances may still qualify for Excellent or

Excellent-Certified condition without packaging or a box.
Open-Box Excellent
Looks brand new
Includes all original parts/accessories
Typically contains packaging
Products in Excellent condition look brand new — with no physical flaws, scratches or scuffs — and include all original parts1 and accessories. The product will be in its original packaging or a suitable replacement box.2 Products in Excellent condition can be found in Best Buy stores and online.
Product might not include the owner's manual or manufacturer registration card.
Common home delivery products such as TVs and major appliances may still qualify for Excellent or Excellent-Certified condition without packaging or a box.

******Open-Box Satisfactory*********
Minor to moderate cosmetic signs of use possible
Any signs of use will not impact performance
Nonessential parts or accessories may be missing
Products in Satisfactory condition show minor to moderate signs of use that affect cosmetic appearance, but have no impact on performance. If the product has a screen, it is intact and fully functional, with no visible blemishes in the viewing area. (A Satisfactory product does not include dents, chips, cracks or deep scratches.) In addition, original packaging is typically not present, and nonessential parts or accessories might be missing, such as a commonly available cable or remote (identified on each individual product). Products in Satisfactory condition can be found in Best Buy stores (selection varies), where the factors mentioned above are accounted for in the savings you'll see.

According to Roku TV, Roku Voice Activated remotes are obligatory when using a Roku enabled tv for the simple fact that streaming and input selection are unavailable otherwise; so the free gift one month of sling TV is useless, as are critical features unique to this particular device. This definitely has an impact on the value especially considering the lack of remote was not stated explicitly prior to purchase. If the remote was so readily available, why would they have sent her home with one that is not comparable or even compatible with the tv? If Best buy sells a replacement, then where is it?!

[Benecya]

Did you guys shadow block me?!

[Mariah-BBY Retired: Social Media Specialist]

Greetings, Benecya,

Welcome back to our community! We’re sorry to that we missed your post in June and can understand how as an active member of our community that may be upsetting. Thank you for sending us a follow-up message to let us know.

Splurging on an open-box item can be more cost effective, but I can understand how a missing item like a remote for a TV could be an issue when it wasn't noted on the box. Were you able to partner with the Best Buy purchase location to find a resolution to your issue with your open-box TV? If not, can you please share if you’re still in need of assistance on this matter?

Respectfully,

[Benecya]

I was able to get a remote however it is not the one that comes with the TV, it is not the one that is advertised. first of all that location had me buy an aftermarket remote that doesn't even work for the TV then after several weeks of going back and forth with Roku, someone eventually sent out a remote but it was not the voice-activated remote, it was just a regular remote. Voice activation is key here. I do not like that you guys keep inferring that the lack of an integral part that serves a main function in the device's regular operation and a main advertising point, qualifies as being satisfactory in any definition. Without a remote you can't setup the device in order to use the app for voice control. Without the remote you can't do anything except navigate only two levels of the main menu using buttons on the television; you can't get on Wi-Fi you can't setup smart futures, change your settings, do much of anything but change the input. Tell me, how is that a satisfactory quality open box product? The fact that Best buy and Roku and sharp all partner together and reluctantly provided me with non-oem equipment necessary to run my TV as advertised in the most minimal of functions, but provided me with a model remote that is not comparable to the one included in the purchase. Since you conceded and sent me a remote it should have been the remote that's for my TV. When you stop advertising voice ready features on that remote with that TV that's when you can send me some random remote. Until then I expect the equipment to be equivalent. Maybe it's none of your business it's certainly isn't anyone else's in the forum but maybe I need voice control because my father has a traumatic brain injury and cognitive issues that require that he use a microphone to navigate already complicated technology. So now you're playing around with the quality of life of a disabled veteran. I don't mind sending the remote back as long as I get the correct one. What you are describing is not an open box television in satisfactory condition. It is a used television and should be labeled as such and not only that the lack of a remote should be clearly stated on the label, any items that come standard should be listed and it should be sold under a different UPC number then the original seeing as it is a completely different purchase. The description of the device used in advertising on your website on the box in ads should all match what's listed on the box otherwise don't advertise it in conjunction with the purchase?! The items not listed as being missing are expected to be included period. If another item is substituted that should also be listed. You cannot compare the pricing of a used product to a new product because they are not the same! So the difference in pricing can not be used to justify your lack of disclosure. How can you say that I got a great deal and I'm just missing the remote when I have a product that not only somebody opened and presumably used, somebody returned it incomplete, you don't have any replacements for sale, you recommend incompatible products as substitutes and then you send unequivocal ones to substitute. All without explicit disclosure.

[Mariah-BBY Retired: Social Media Specialist]

Hi, Benecya,

Thank you for sharing an update to your experience, again, we apologize for missing your initially post. I’d be happy to see what light I can shed on this matter or what assistance may be available, at this time.

Open-box items should be priced accordingly to the condition of the item and any missing items. It does sound like the item may not have been initially assessed correctly by Geek Squad at the purchase location. I understand how not having a voice remote could be an issue. We’re happy to hear that you were able to partner with your local Best Buy to discuss and implement a resolution. I understand the resolution provided may not be ideal for you.

We’d be unable to guarantee that an exact replacement remote would be available, but we’d be happy to review this request further privately. Can you please send me a private message with your full name, phone number and email address? A private message can be sent to me by choosing the option to do so in my signature.

Respectfully,

[Benecya]

Mariah it was not with a local store that I it was only after weeks and weeks back and forth between me and Roku that I finallyit was only after weeks and weeks back and forth between me and Roku that I finally called them as opposed to emailing them they said that they had sent out a remote which we did not receive and they sent another remote and it happened to be one that was not included with my purchase. One of the main selling points of this television is The voice capable remote. That's why someone stole it before returning it, and why you charged them for it being missing. However without proper disclosure that the remote was missing you sold me a completely different item then what I actually purchased. Despite the product being purchased online, I was told all condition remarks would be listed on the product in store.This was not a local store this was a store we traveled several counties over to get to, and once there the remote was not found to be included in the package nor was it disclosed as being missing. that store locations solution was recommending we purchase a remote we would not discover was incompatible until we got home and plugged it in... so you've wasted another $10. since a remote was sent at all, that seems like you guys are taking ownership of this problem. If any remote should have been sent, it should have been the one that's advertised on the packaging. This is a Best buy exclusive product, so it should not be that difficult to get the correct remote sent over.

[Mariah-BBY Retired: Social Media Specialist]

Benecya,

Can you please send me a private message with those requested? I’d be unable to make any guarantees or promises on a particular outcome without reviewing this further in detail. I also look forward to your reply to able to document your experience here at our Corporate Campus, too.

Respectfully,